Channel Support Specialist at RMB - Rand Merchant Bank

Job Description
Dear Channel Support Specialist,

• RMB is a place where exceptional people create their own opportunities by challenging the conventional and driving sustainable impact.
• United by our proud heritage, strong ethics and philosophy of Traditional values. Innovative ideas, it’s the magic of our people and culture that sets us apart.
• Now, is the time to imagine your next move with South Africa’s number one employer in Financial Services for 2025, where you can embrace the power of collective thinking to unlock unique opportunities for our clients and society.
• In this role, you will need to perform troubleshoot in of channel (i.e., banking platforms, payment systems and trade finance portals) engagement challenges experienced by clients by providing client support and advice, and to collaborate with internal teams to optimise channel performance and client experience.

Are You Someone Who Can:

• Monitor the performance and stability of client engagement channels, including electronic banking platforms and payment systems.
• Respond promptly to client inquiries and issues/challenges related to channel functionality, providing timely resolutions and expert guidance.
• Collaborate with internal stakeholders, including technology teams and product managers, to address system enhancements, upgrades and bug fixes.
• Conduct root cause analysis for incidents and outages, identifying underlying issues and implementing corrective actions to prevent recurrence.
• Provide support and guidance to clients and internal users on system configurations, security protocols and best practices.
• Perform system testing and validation for new features, enhancements, and software releases, ensuring integration with existing platforms.
• Document technical procedures, troubleshooting stems, and resolution guidelines to build a knowledge base and facilitate training for support teams where required.
• Participate in cross-functional projects and initiatives to improve channel efficiency, enhance user experience and meet regulatory requirements.
• Stay informed of industry trends, emerging technologies, and regulatory changes impacting channels.
• Collaborate with vendor partners and third-party service providers to address technical issues, coordinate upgrades and optimise service delivery.
• Assist in the implementation and configuration of new channels, ensuring alignment with client requirements and business objectives.
• Analyse data and metrics across channel performance, identify areas for improvement, and recommend solutions to enhance operational efficiency.
• Conduct user training sessions and workshops to educate clients and internal stakeholders on channel functionalities, features and best practices.
• Act as a subject matter expert on channels, providing guidance and support to client service teams and relationship managers.
• Ensure compliance with internal policies, industry standards and regulatory guidelines governing channels.

You Will Be An Ideal Candidate If You:

• have a Bachelor of Commerce in Finance
• have 4 to 5 years' experience in Operations

You Will Have Access To:

• Opportunities to network and collaborate
• Challenging Work
• Opportunities to innovate